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Change Management: Modernizing a Multi-Generation Service Business

EPISODE · Mar 21, 2026 · 37 MIN

Change Management: Modernizing a Multi-Generation Service Business

from The Intelligent Builder · host Owen Gagne

Cate Bloom, Vice President at AAA Appliance Service Center, explains how her family's multi-generation appliance service company modernized from paper systems to scalable digital operations. She covers her transition from architecture into the business after 2008, training cross-functional technicians, and rolling out system changes through phased implementations with hands-on support. Cate also discusses their approach to service quality, AI implementation for customer service, and growth plans.

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Change Management: Modernizing a Multi-Generation Service Business

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